Semana de atualização Avaya Experience Portal Sérgio Tani Systems Engineer Westcon Brasil
Avaya Aura Contact Center Suite End to End Services Performance Management Reporting Analytics WFO Agent Environment Assisted Experience Management SM S MM S XML Voice Video SMS MMS Chat Email Web Experience Portal Automated Experience IVR Web Management Chat Email 2
Avaya s Experience Management Vision: Environmental Drivers Demographics are Changing Interactions are Changing Satisfaction Risks are Increasing The VALUE of any interaction is defined by its CONTEXT This economic recovery will be shaped by the values of tech-loving Gen Y, and to a lesser degree, affluent members of Gen X From 2010 to 2012, voice customer contact will decline by 11%, while chat, web, email and social media will grow rapidly to fill the gap 92% of consumers form an opinion about a company s image through their interaction with the Contact Center Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail; Webtorials Editorial/Analyst Division; and Yankee Group, 2009, McKinsey 3
Multichannel Experience Management Applications E Mail Outbound E Mail Text Voice Inbound Event Notification Text Payment Reminder Voice Product Promotion Proactive Outreach Subscription Renewals Experience Portal Product Support Corporate Directory Self Service Live Agent (as needed) Ordering and Payments Automation of multi-channel inbound & outbound interactions delivered through a common platform reduce inbound call volumes 4
The Core for Automation Applications Joe The Consumer Advanced Wait Treatment Work Assignment CallBack Assist 2 nd Chance at Self Service Proactive Outreach Manager Connect Mobile (iphone / Android) Agent Joy Speech Multi-modal (SMS, email, social media) Self-Service Experience Portal Video (Kiosk, IVVR) Experience Portal A set of services as building blocks to Differentiate the Experience 2009 Avaya Inc. All rights reserved. 5
Port Boards Port Boards The Evolution of IVR Self-Service From a Telephony Environment to the Data Environment Circa: Late 20 th Century Considered Telephony Gear Isolation from other customer facing data applications Custom backend integration to corporate sources of information Proprietary platform and development environments Developed along a parallel path to IT Telephone Telephone Telephone Telephone Legacy IVR Environment IVR (x) Proprietary Application DIP IVR (x+1) Proprietary Application DIP Host DB Legacy System Host DB Platform Application Integration Back end Telephone 6
Integration with Web Services Standards based application reuse Emergence of speech as a preferred user interface Web Services and Voice XML allow speech applications to leverage existing web investments Ubiquity of the web has created self service tools, standards and infrastructure Enable reuse of: Infrastructure Applications Integrations Programmers Results in lower TCO, more rapid development and deployment PC Agent PC Telephone Telephone Browser Agent Browser VXML Browser Service Order Status Bill Payment DB Host Local DB Telephone Presentation Application Back end 7
An Automation Platform AVAYA AURA EXPERIENCE PORTAL 8
Avaya Aura Experience Portal Highlights Standards Compliance VoiceXML 2.0/2.1+, CCXML, MRCP, H.323,, SMIL Software only Solution on COTS servers, Service Oriented Architecture Highly Scalable Modular Architecture Dynamic Licensing, Dynamic Registration of Endpoints Scales from 1 to thousands of ports, by adding licenses and media servers Modular Appliance like media processing platform on standard servers Single point for administration, management and reporting. Fits into IT architecture Supports server virtualization Encryption of all access HTTPS, MRCP v2, TLS SNMP platform and application monitors 9
Key Components of Experience Portal Experience Portal consists of one to many servers and is integrated into your existing web-based IT infrastructure. Its key components are: Media Servers VoiceXML Browser and media handling Scales based on # of ports Supports dynamic failover Experience Portal Management (EPM) Single point of administration, management and reporting Application Execution Environment Web Application Server for hosting VoiceXML applications Application Development Environment Orchestration Designer for Application Development Aura Experience Portal 10
System Architecture: Media Processing and Connectivity Application Execution Environment - Run the Application Here Application Development Environment -Design the Application Here Sip GW or SBC Deployment PSTN/ Web Application Server (Websphere, Tomcat,WebLogic) Media Processing HTTPS ASM MRCP Management -OAM&P -Reporting -SNMP Avaya Contact Center Databases Back-end Web Services CTI Fax Servers Speech Servers Email (ASR/TTS) Agents 11 Run the Media Processing Here Manage the Application Here
Media Server Details MPP Software Only Solution which processes Media, VoiceXML and CCXML pages Leverages Connectivity for to carrier network behind SBC e.g. Avaya or Acme SBC to PSTN via Gateway e.g. Mediant 1K, 3K to Avaya Session Manager and Avaya Communication Manager Application Capabilities Header information exposed to the application VoiceXML and CCXML Application can manipulate header information Well known and custom headers H.323 to Communications Manager IP stations, agents Converse/Converse Return Speech Recognition and Text-to-Speech through standard MRCP (v1, v2) Nuance Loquendo Deployable on Linux RedHat Enterprise 6.0 Certified Platforms Provided Servers Option of Turnkey server bundle from Avaya Blade Servers Virtualized servers Scales according to Hardware Resources- 400 500 ports per media server Scales to 5000 ports, 30 media servers per cluster Multiple clusters can be reported on and managed as a single solution No persistent data (no need for media server backup) No local administration or configuration Deployed as standard image 27
Solution Architectural Engineering Putting Together the Solution 13 1 3
Proactive Outreach Manager (Including POM) Server Sizing Tool The following sizing tools are covered in the Sizing Tool spreadsheet: Erlang Tool Experience Portal Sizing (Audio Sizing) POM Sizing Video Sizing Pick match the sizing tool to the version of Microsoft Excel Version you are using:
Designing for Reliability at each Tier Scalability, Availability, Reliability Application server load balancing Automatic failover ASM EPM MPP MPP PSTN MPP Load Balancer ASM Aura Redundancy Or Multiple CLANs, ESS, etc 15 Application Servers N+1 hardware DR licensing Speech Servers
Multi-Site Configuration: EPM defines site Media Servers EPM TDM/ Gateway or SBC PSTN ASM ASM Site 1 Common Management Site 2 TDM/ Gateway or SBC PSTN ASM ASM Remember: MPP have no knowledge of site EPM holds configuration to allow stand-alone operation 16 Reporting EPM
Enterprise Licensing with WebLM 17
Shrinking it down (<100 ports) PSTN T1/E1 Or DS3 Configuration Deployment GATEWAY Single Box MP/EMS/ App Server SBC PSTN PSTN T1/E1 T1/E1 CS1000 H.323 ACM Connectivity Optional Speech Servers (ASR/TTS) Databases Back-end Web Services CTI Fax Servers Email 18
How do I Size Speech Servers? Depends on Grammar Size and Complexity Application Ports Grammars Light 182 Yes/No, Digits(5 & 10), Date, 20 items, 200 items Medium 120 Phone, Currency, Zip, 2000 or 40000 items Heavy (stock quote) 72 Stocks, Alphanumeric (constrained), 20 item menu Special 60 75k DA Business Names, Credit Card, Date Address Change 87 Street address capture, zip code, date, digits (5 & 7), phone number, and Yes/No Bill Payment 116 Yes/No, Digits(5 & 10), Date, Currency, Credit Card Call Steering (SLM/SSM) 48 64 or 128 Buckets: HMIHY + one disambiguation, Yes/No Example for Nuance NR9 Detailed tools available from Avaya for Nuance and Loquendo 19
Application Server Sizing Requires knowledge of application and application architecture Follow good software architecture a design Understand the performance impact of your design Pre-digesting components Benchmarks 500 ports/server (Dual processor) 2000 port, 4 app servers 20% CPU Start with benchmark; N+1; Measure and adjust 20
Proactive Outreach Manager What is Proactive Outreach Manager? Why should you care?
Proactive Outreach Manager What is It? Application for creating and executing automated outbound voice, email, and SMS text campaigns Why does it Matter? Improves customer satisfaction, reduces costs, increases revenue, and lowers risk Campaign + data E Mail How does it Work? Combines capabilities of Avaya Aura Experience Portal and Avaya Proactive Contact Voice Proactive Outreach Manager Text Employs Proactive Contact s highly productive call classification algorithm Leverages Experience Portal s open, flexible, scalable, high availability architecture Allows inbound and outbound campaign and application creation, execution, management, and administration on a unified platform Live Agent (only as needed)
Outbound Offers at a Glance Avaya Aura Contact Center PPOB 6.2 Preview Dialing Progressiv e Dialing Predictive Dialing Campaign Manageme nt Multimedia Notificatio ns Proactive Contact 5 Proactive Outreach Manager 2.5
Proactive Outreach Manager (POM) Move from Phone to Email to Text Busy If time sensitive, leave a message then move immediately to SMS text or email contact Ring - No Answer Attempt additional try in X hours then move to text or email Voicemail Custom Voicemail message: Sorry we missed you. Your delivery is planned for tomorrow 11 AM! Live Voice Automated Notification E Mail Proactive Outreach Voice Text Live Agent (as needed)
Proactive Outreach Manager (POM) POM Server Core Components Consists of core POM components Executes campaigns and communicate with the external SMS service providers, and various POM Web services Installation allowed on primary VPMS/EPM or secondary VPMS/EPM Installing on more than one system provides high availability and failover Campaign Director Campaign Manager SMS Gateway POM Web Services 2012 Avaya, Inc. All rights reserved.
Proactive Outreach Manager (POM) Licenses Voice Notifications One POM license and Avaya Voice Portal/Avaya Aura Experience Portal license is required for every voice port to be supported. In many cases an additional license(s) for Loquendo or Nuance may be required for each POM license, depending on any self-service application requirements. Email and SMS Notifications One email and/or SMS notification license is required for either capability for each system. 2012 Avaya, Inc. All rights reserved.
Orchestration Designer A tool for Creating Applications
Avaya Aura Orchestration Designer 6 What is It? Single design tool for Aura Contact Center and Aura Experience Portal Why does it Matter? Accelerates design and deployment Reduces time to market Lowers cost Improves response to customers 28
Avaya Aura Orchestration Designer 6 Supports Avaya Aura Experience Portal Avaya Aura Contact Center All other Avaya Automated Care (MPS, AVP, AIR) Leverages best practices from Avaya Dialog Designer Contact Center Service Creation Environment(SCE) Ships at no cost with AACC and AAEP Also downloadable from Avaya DevConnect Built on Eclipse open source framework 29 Integration with 3 rd party developer tools
Orchestration Designer modules Orchestration Designer consists of two modules Contact Center Avaya Aura Contact Center workflows Self Service - Avaya IVRs and Experience Portal applications Modules can be installed separately or used together Eclipse Avaya Aura Orchestration Designer Avaya Aura Contact Center Workflows Contact Router Data Cards Experience Portal applications Call Flow Connectors Prompt Grammar Navigator Outline Problems Simulation 30
Resources For more information go to: Avaya Portal -> Products -> Self Service Products and Solutions technical support Technical documentation Competitive information References, if available Technical Sales Presentation 31
Obrigado! Sérgio Tani Systems Engineer Westcon sergio.tani@westcon.com +55 11 5525-7257 +55 11 99917-7123